Refund and Cancellation Policy
Version 2026-10-25 · Effective 25 October 2026
This policy explains when you get money back on Vukron. It forms part of the Terms of Use. It does not take away any right to a refund that the consumer law of your country gives you.
During the pilot: no refunds
Vukron is in its pilot. You pay the venue in cash when you play, and Vukron takes no money at all, so:
- There are no refunds during the pilot. Money you have paid a venue is not given back if you cancel, leave a game or don't turn up.
- Cancelling before you've paid costs nothing, because there is nothing to refund. Please cancel as early as you can so someone else can play: cancelling at the last minute, or not turning up, earns a strike (Terms of Use, section 8).
- If the venue cancels, or can't give you what you paid for, the venue gives your cash back.
Everything below applies once payments in the app begin. We will tell you in the app before that happens.
Cancelling a booking yourself
Each venue has a cancellation period, shown on the booking. It is 24 hours unless the venue shows otherwise.
| When you cancel | What you get back |
|---|---|
| Before the cancellation period (e.g. more than 24 hours before the start) | 100% |
| Between the cancellation period and half of it (e.g. 24 to 12 hours before) | 50% |
| After that, or after the start | nothing |
Leaving a confirmed group game follows the same tiers for your share.
When the venue or Vukron cancels
- If the venue cancels or closes, you get 100% back, automatically.
- If a group game is cancelled because it did not fill or not everyone paid in time, everyone who paid gets 100% back.
- If bad weather makes an outdoor booking unplayable and the venue offers it, you can move indoors or cancel for 100%.
- If we must cancel a booking because a venue was removed from Vukron, you get 100% back.
- If a booking went wrong because of a mistake by Vukron (the wrong time or place was booked, or you were charged when you shouldn't have been), you get 100% back. Tell us from the booking in the app or at support@vukron.com.
No-shows and arriving late
- At venues that check players in, a booking where nobody checks in is a no-show. The payment is not refunded and you get a strike (see the Terms of Use).
- Some venues charge for arriving late or reduce your time. The booking shows this before you pay.
Where the money goes
- Paid from your Vukron wallet or by card in the app: back to your Vukron wallet straight away. From there you can spend it or withdraw it.
- Paid from a family wallet: back to the family wallet.
- Paid in cash at the venue: the venue gives it back in cash; the app tells them how much.
- Someone else covered your share: it goes back to the person who paid.
Subscriptions (Premium, Family Premium, business subscriptions)
- Cancel any time; you keep the benefits until the end of the period you paid for, and you won't be charged again.
- Players in the EU, UK and other places with a cooling-off right can cancel within 14 days of first subscribing for a refund, less the days already used.
Problems with a venue
If something went wrong at the venue (it was closed when booked, or seriously not as described), tell us within 7 days at support@vukron.com or from the booking in the app. We will look into it with the venue and refund where it is fair to do so.